---
title: What if my Kit ID isn’t working?
description: Experiencing issues with your Kit ID? Follow these troubleshooting steps to resolve the problem and get back on track.
---

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# What if my Kit ID isn’t working?

Helix uses a unique, 10-digit Kit ID in the format XXX-XXXX-### (X = letter, # = number).

If your Kit ID isn’t working, try these steps:

1. Verify the Kit ID format.
2. Restart your web browser.
3. Update your browser to the latest version.
4. Use a different browser (Chrome is recommended).

If the issue persists, please contact Customer Support for help. You can reach us via [this form](https://support.helix.com/s/kb-tickets/new?hsLang=en) or by calling (844) 211-2070. Our hours are Monday to Friday, 6:00 AM – 6:00 PM Pacific.

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